Intake Durable Medical Equipment Specialist

Sanford Health•Fargo, ND

About The Position

The Intake Durable Medical Equipment Specialist provides first-line communication with patients, referral sources, and clinicians to facilitate the ordering and delivery of durable medical equipment (DME) products, supplies, and services. The role ensures patient information is processed accurately and promptly to support patient satisfaction and revenue optimization. The specialist receives inquiries and orders by telephone, fax, and email; gathers documentation required by payer rules, standard operating procedures, and compliance programs; and follows up with clinical staff and referral sources to address documentation deficiencies. The role also resolves or escalates customer concerns, anticipates patient needs, and moves intake through to equipment setup or supply delivery. Responsibilities include creating patient accounts, entering demographic, physician, and insurance information, obtaining medical records, verifying insurance, logging prior authorizations and prescriptions, initiating an Advance Beneficiary Notice (ABN) when needed, and recording intake details in the patient account. The specialist notifies clinical staff when intake is complete and maintains working knowledge of billing, documentation, and reimbursement guidelines for Medicare, Medicaid, other third-party payers, and contracted payers. Depending on department assignment, the role may also involve scheduling patient appointments and making follow-up calls. Work is performed with minimum supervision and requires independent judgment.

Requirements

High school diploma or equivalent.
Strong knowledge of computer functions and basic Microsoft Office applications.
Detail oriented, with excellent documentation skills and the ability to follow through to completion.
Basic knowledge of the medical field.

Nice To Haves

Prior experience in home medical equipment is helpful.

Responsibilities

Provide first-line communication with patients, referral sources, and clinicians to facilitate DME orders and delivery.
Receive inquiries and orders by telephone, fax, and email.
Gather documentation required by payer requirements, standard operating procedures, and compliance programs.
Communicate documentation deficiencies to clinical staff and referral sources, and request the required documentation using appropriate communication methods.
Resolve customer questions, concerns, and complaints about sale orders, or refer unresolved complaints to clinical staff.
Anticipate patient needs and promptly complete intake to support timely equipment setup or supply delivery.
Create patient accounts and accurately enter demographic, ordering physician, and insurance information.
Obtain medical records, verify insurance, obtain and log prior authorizations and prescriptions, and initiate an ABN as needed.
Record intake information in the patient account and notify clinical staff when intake is complete and the patient is ready for setup.
Maintain working knowledge of billing, documentation, and reimbursement guidelines, including those of Medicare, Medicaid, other third-party payers, and contracted payers.
Depending on department assignment, schedule patient appointments and make follow-up calls to patients.
Complete tasks with minimum supervision and exercise independent judgment.
Perform other duties as assigned by management.